Lead Service Management Support

SUMMARY:
Lead Service Management Support
BUSINESS AREA:
Customer Success Management
LOCATION: 
IBG, Midrand (Hybrid)

PURPOSE:
To manage RFS’s, Contract Management and Billing teams. Internal collaboration with various stakeholders to ensure accurate quotes, contracts and billing within agreed timeframes.

POSITION INFO:
FORMAL EDUCATION:
· B degree/diploma or equivalent

KNOWLEDGE & EXPERIENCE:
· 5 - 10 year’s related work experience
· Excellent Knowledge of Microsoft Excel, Word and Power Point
· Exellent knowledge of IT Contracts
· Exellent knowledge of SharePoint
· Relationship management

TECHNICAL CERTIFICATION
· None


RESPONSIBILITIES:
Manage and maintain the day-to-day operations of RFS’s, Contracts and Billing
· Contracts:-
o Draft contractual documents. Liase with all Service Lines, Commercial and Legal
o Interact with Customer if required
o Obtain execution version from legal for final signature
· Management of Contract Administration -Ensure that:-
o An accurate Contract Portal for Audit Process
o Maintain and Manage Contract Register and alert Business of Contracts that is about to expire.
o Setup kickoff meeting with Sales, SL and SDM to define responsibilities for document, create Teams Folder and provide previous contract documents
o Assist to setup Contract Documentation MSA/SOW with Legal as well as manage SL to provide SOW info according to deadlines
o Do quality control on submitted documents from SL, e.g. wording, alignment, Logo, etc.
o Provide Sales/SDM with final documents for Client Signature and finalise Legal Approval
o Contract Tracker to ensure all outstanding tasks are completed
· Management of Request for Service (RFS) Ensure that:-
o Technical, Commercial, Financial & Legal acceptable quote are produced
o There are no revenue loss
o Pricing models to support existing contracts with standard services and solutions are implemented
o Standardised Quote Tools to generate pricing are develop and applied
o Development and maintain standard quote templates are used by all
o Daily, weekly and monthly reports
· Management of the Billing Team – Ensure that
o Automated billing
o Accurate billing with no revenue loss
o Governance followed with all stakeholder sign offs
o CPI is applied as and when required
o That Contract charges are aligned with Customer invoices
· General
o Process compliance – initiate and enhance processes and insure integation with support divisions
o Business Review Presentation on a monthly basis
o Weekly meeting to manage Team output
o Automate process where possible



KEY COMPETENCIES:

Job Knowledge and Skills Required:
· Ability to Manage a team.
· Abiity to work with all Internal and External stakeholders.
· Managing the Quote to Invoice process.
· Understanding of customer contracts.
· Interpersonal relation skills.
· Conflict management.
· Time management
· Analytical skills
· Ability to network and influence
· Coordinate between functions to gather inputs
· Ability to analyse and interpret information
· Ability to plan and organise
· Ability to deliver results and meet Internal and External customer expectations
· Ability to ensure policies and procedures
· Ability to adapt and respond to change (work under pressure)
· Ability to work with figures and detailed information
· English Written and verbal communication skills
· Broad understanding of the IT environment.
· Thorough understanding of SharePoint, Microsoft Office (Word, Excel, PowerPoint and Microsoft Teams)

Attributes required.
· Delivering Results and Meeting Customer Expectations.
· Improve and automate processes and systems.
· Working with People.
· Persuading and Influencing.
· Planning and Organising.
· Deciding and Initiating Action.
· Analysing
· Relating and Networking.
· Coping with Pressures and Setbacks.
· Presenting and Communicating Information